Manager II, Strategic Technical Accounts

Ricoh • United States,

1d • $96,200 - $125,000

About The Position

The Manager II, Strategic Technical Accounts manages a solutions implementation team and is accountable for solution oversight, billable services, customer training, and resolving application and software problems that require on-site or remote support. The Technical Account Manager (TAM) serves as a trusted technical and business advisor to Ricoh Premier Application Support customers, providing leadership services aligned with customer priorities to maximize the value of their Ricoh investments.

The TAM leads and supports a team of Technical Account Support Professionals, Analysts, and Engineers who provide application administration services for Ricoh and third-party application solutions. The role establishes effective processes, procedures, technical roadmaps, and escalation policies; supports employee development through individual development and training plans; and promotes strong internal and external customer satisfaction. The TAM builds strategic relationships with customer stakeholders, including IT Directors, CTOs, CIOs, line-of-business leaders, and technology professionals. The role also works on customer and resource management, identifies new business opportunities with customers and Sales and Design resources, and advances assigned services objectives and goals.

Requirements

• College degree or equivalent experience.
• Minimum of 5 years of management experience.
• PC literacy.
• Understanding of international labor laws.
• Familiarity with output management software, specifically RightFax (OpenText).
• Familiarity with Knowledge-Centered Service (KCS) methodology.
• Strong leadership skills and the ability to motivate teams to achieve challenging goals.
• Ability to develop organizational, team, and employee competencies.
• Ability to lead a geographically dispersed remote technical team.
• Ability to travel as required to maintain rapport with employees and customer contacts.
• Technical skills in enterprise IT architecture and design, based on real-world application development and design.
• Ability to work with ambiguous goals and meet or exceed aggressive deadlines in uncertain environments.
• Ability to form and develop high-performing technical teams in a dynamic environment with flexibility and accountability.
• Strong interpersonal and communication skills, including public speaking and oral and written proficiency.
• Ability to build strong, high-trust partnerships with Ricoh resources.
• Ability to communicate clearly across the organization and solve problems under pressure, with a strong customer service orientation and leadership ability.

Nice To Haves

• Ability to present complex technical topics to a non-technical audience.

Responsibilities

• Manage, develop, and load balance the Technical Account Team, which may include Technical Account Specialists, Analysts, and Engineers.
• Recruit, interview, hire, and train team members to maintain appropriate staffing levels and develop the team.
• Coach and advise team members, review progress, and support achievement of individual and team utilization and profitability objectives.
• Monitor the team's training continuum to enhance technical and business skills.
• Work with each team member to develop a three-month plan and provide monthly updates.
• Manage the team budget and P&L.
• Hold the team accountable for following approved operational processes.
• Attend customer quarterly business reviews and monthly operational review meetings, providing technical guidance and roadmap planning.
• Oversee solution implementation, billable services, customer training, and resolution of application and software problems requiring on-site or remote support.
• Establish processes, procedures, technical roadmaps, and escalation policies for application administration services.
• Develop strategic relationships with customer stakeholders and support customer and resource management.
• Pursue new business opportunities through proactive engagement with customers and Sales and Design resources.
• Drive assigned services objectives and goals.
• Perform other duties as assigned.

Benefits

• Medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K).
• Health Savings Account (HSA).
• Flexible Spending Account (FSA).
• Team member tuition assistance programs.
• Paid vacation time.
• Paid holidays.
• Additional benefits supporting health, wellness, and personal and professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager